Tenant Satisfaction Measures
Tenant Satisfaction Measures reports, data quality and methodology.
Tenant Satisfactions Measures are collected by landlords according to requirements set by the regulator in the Transparency, Influence and Accountability Standard. Landlords that own 1,000 or more units of social housing are required to submit information about their TSM results and relevant contextual information to RSH. TSMs include information from tenant surveys and those generated from management information held by landlords on areas including repairs and maintenance, complaints and engagement, respectful and helpful engagement and building safety.
TSMs are intended to be a tool to allow tenants to scrutinise their landlord’s performance, give insights to landlords on where they might look to improve their services, and provide a source of intelligence to the regulator on how far landlords are meeting the outcomes of the new consumer standards.
These statistics are drawn from our TSM data collection and are being published for the first time in 2024 as official statistics in development. Generating the TSMs, using them to gain insight, and reflecting this in regulation is a process of transition for both landlords and regulator. Caution is therefore required, particularly in making reasonable landlord comparisons based on TSMs in isolation.
To understand TSM results in more detail we have also commissioned a separate National Tenant Survey. This can provide useful context and information on what can impact the TSMs drawn from tenant surveys.
User feedback
RSH is committed to continuous improvement of our statistical releases to ensure they meet the needs of our users. Feedback from those using the statistics is central to this.
Users are encouraged to provide comments and feedback on how these statistics are used and how they meet their needs either using any of the following routes:
- Our RSH TSM user feedback survey
- Direct email contact (please send these entitled “TSM statistics feedback” to enquiries@rsh.gov.uk.